Example 1. (Call / Contact Centre)

The specification from a major energy supplier was to develop reports with an Excel driven interface that would extract data from a Nortel Symposium ACD.
At the request bythe client, we developed two report; 'SLA' detailed report and a 'Executive Summary' report.
The reports had to be developed to make it as easy as possible to run, as the person who would do this would have a very limited knowledge of Excel, VBA, Access or Symposium.

Below are some screenshots of the completed design (without the client name present, at the client request.) From the screenshots you will be able to see our 'standard' construction of a report of this type.

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This is the initial menu page that would be presented.
It requires that the person producing the report presses the buttons shown in sequence.
The text on each button describes what will happen if it is pressed.
This report is fully automated, there is no requirement for for the user to have any knowledge of the ACD system or Microsoft Office.

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In the report that will be emailed out for people to read, this sheet will be the first one in the report. This shows an overview of the KPI (Key Performance Indicators).

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This is an ‘Overall Summary’ sheet.
Displayed on here are the daily stats for the current week, and a week to date and month to date total. (this particular client had a Wednesday - Tuesday week working week).
Quarterly and year to date information can also be displayed if required.

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This is a detailed interval breakdown fo the day of call centre metrics.
Both inbound call details and outbound call details are shown on this page.

Other pages of the report included graphical displays of the data shown on this page.